Customer Experience Specialist,($17–$21/hr)

Synapse Health • Brentwood, TN

6h • $17 - $21 • Onsite

About The Position

Synapse Health is hiring a Customer Experience Specialist to serve as a frontline point of contact for patients, prescribers, and partners throughout the durable medical equipment (DME) order intake and fulfillment process. The role helps ensure patient orders are handled accurately, compassionately, and efficiently, supporting a seamless experience from initial contact through delivery.

The Specialist receives and processes order requests, verifies patient and order information, coordinates with prescribing providers when needed, and helps initiate timely delivery of equipment. They also respond to inquiries, maintain accurate records, protect confidential health information, and work with colleagues to address escalations and improve processes. The position is fully onsite at Synapse Health’s Brentwood, Tennessee office (37027).

Requirements

• At least 2 years of recent customer service or order-processing experience in the healthcare equipment or durable medical equipment (DME) industry, including qualification, logistics, transitions, or related functions.
• Proficiency with Microsoft Office applications and the ability to learn department-specific systems and technologies.
• Strong organizational skills and the ability to manage multiple tasks accurately and efficiently.
• Excellent verbal and written communication skills, including clear communication across multiple channels.
• Analytical and problem-solving skills, including the ability to identify issues, perform audits, and resolve concerns promptly.
• High attention to detail and commitment to accuracy and data integrity.
• Ability to work in a fast-paced environment, adapt to change, and prioritize competing demands.
• Must live within commuting distance of Brentwood, TN (37027), as the position is fully onsite.

Nice To Haves

• Customer-focused approach and ability to build relationships while providing patient-centered solutions.
• Ability to adapt communication to diverse audiences and multiple channels.
• Willingness to learn from experience, feedback, and outcomes.
• Action-oriented, solutions-driven approach to challenges.
• Process-minded approach and interest in optimizing workflows.
• Comfort learning and adopting new systems, tools, and technologies.
• Ability to respond positively to changing processes, priorities, and business needs.

Responsibilities

• Receive, triage, and process incoming communications across multiple channels, handling requests directly or routing them according to established guidelines.
• Initiate new-order intake by gathering and validating patient demographics, prescriber information, and equipment details.
• Determine whether requests are within scope and use appropriate intake, escalation, or follow-up workflows.
• Respond clearly, professionally, and empathetically to general inquiries about Synapse Health, its programs, and services.
• Advocate for patients by addressing member needs and barriers to care promptly.
• Meet established performance goals for productivity, call quality, member satisfaction, first-call resolution, and attendance.
• Enter, update, and maintain accurate data in internal systems, tracking tools, and documentation platforms.
• Protect patient health information and comply with HIPAA and organizational privacy standards.
• Work with program leadership and senior team members on escalated requests, complex questions, and exceptions.
• Identify process gaps, inefficiencies, and recurring issues to support continuous improvement.
• Perform additional duties as assigned to support team and organizational objectives.

Benefits

• Professional growth opportunities with career paths.
• Generous paid time off (PTO) supporting work-life balance.
• Comprehensive benefits package for full-time team members, including medical, dental, vision, short-term disability, and long-term disability insurance.
• 401(k) savings plan with employer matching contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed